Improving Customer Service and Retention – The DARMA™ Method

Improving Customer Service and Retention – The DARMA™ Method

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Ever feel like you’re losing customers as fast as you gain them?

Wondering how to stop this ‘leaky bucket’ scenario and increase customer retention?

Welcome to another episode of “Doing CX Right,” where we directly address the all-too-familiar problem of customer churn.

The Impact of the DARMA™ Method on Customer Retention

I’m thrilled to have Dave Seaton, a passionate advocate for customer experience and the brain behind the DARMA™ Method for customer journey mapping. This method is a game-changer for retaining the customers you’ve worked so hard to acquire. Dave will share how deeply understanding your customers’ needs, aspirations, and resonances can transform your approach to customer retention.

Unpacking the Journey Mapping Process

Dave’s distinctive approach to journey mapping goes beyond merely tracking customer interactions—it’s about reinforcing crucial customer loyalty. We’ll uncover how this method not only tracks but enhances customer relationships through strategic engagement and detailed understanding.

Addressing CX Misconceptions and Strategic Implementation

Our conversation will also tackle common CX misconceptions and explore strategic ways to ensure that your customer experience initiatives deliver tangible business outcomes. The focus is on shifting from merely reacting to customer issues to a proactive strategy that fosters loyalty and promotes sustained customer retention.

Five Key Lessons to Enhance Customer Retention Through Journey Mapping

1. Define the CX Problem: Understand the problem you’re trying to solve by identifying the target customer and the business case for the journey mapping initiative.
2. Engage in Thorough Research: Conduct extensive customer interviews to gather quality insights and understand their needs, goals, and values along their journey.
3. Map Out the Customer Journey: Analyze research data, create personas, and visually represent the customer’s story to highlight critical moments and improvement opportunities.
4.  Act on Insights: Use the insights gained through journey mapping to drive meaningful changes within the company. The map should act as a catalyst for improvement.
5. Implement Effective Change Management: Ensure stakeholder buy-in and maintain engagement throughout the journey mapping process, facilitating cross-functional collaboration for a cohesive customer service approach.


This episode is not just an exploration of the transformative power of journey mapping but a comprehensive toolkit for amplifying customer retention. Join us as we dive into these essential strategies to help you shore up that leaky bucket and transform customer journey mapping into a retention powerhouse.

Press Play  To WATCH On Youtube

Follow On Social Media

Join Newsletter

About Dave Seaton:  


Incredible experiences don’t happen by accident—they’re intentionally designed. When you understand the customer journey, you can prioritize the experiences that matter most. Dave’s proudest of a project where he flew 4,768 miles, got lost in rural Pennsylvania, and survived a high-speed Uber ride down Bourbon Street to interview customers for a B2B SaaS company. Using those insights, he transformed the customer experience and reduced churn by 66%. Connect on LinkedIn

    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

    Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

    Learn More About Increasing Customer Loyalty.

    Watch Stacy Sherman’s Linkedin Learning Course‬.

    Customer service expert Stacy Sherman shows you how to foster a strong frontline worker experience so your agents and other staff can deliver value and engender customer loyalty.

    Learn how to identify challenges that impact frontline worker effectiveness.

    Explore hiring strategies for contact center and other frontline roles, as well as how to build positive relationships with your frontline workers from day one.

    Find out how to elevate frontline worker performance through intentional training and development and prepare frontline workers for future leadership.

    This course equips you with a blueprint to connect frontline worker experience to customer experience, so that you’re focused on doing right by your teams and your customers.

    Topics Discussed: Doing CX Right podcast

    customer experience, Seton CX, customer journey maps, dharma method, musician, multi-instrumentalist, producer, composer, software company, online game, mentor, customer service, accounting, advertising, customer experience, customer feedback, journey mapping, business outcomes, stakeholder engagement, customer churn, customer retention, customer lifetime value, loyalty, retention, B2B, B2C, B2B2C, employee journeys, patient journeys